Guest Relations Supervisor
5 days ago
Job Description
Key Responsibilities Guest Services Supervision- Lead the Guest Relations team to provide outstanding service throughout the guest journey, from pre-arrival to departure.
- Greet VIP guests, handle special requests, and ensure personalized experiences.
- Monitor guest feedback and implement improvements to enhance guest satisfaction.
- Address and resolve guest complaints or issues efficiently, maintaining a professional and positive demeanor.
- Ensure follow-up actions are taken to exceed guest expectations and build loyalty.
- Supervise, mentor, and train the Guest Relations team to ensure consistent delivery of high-quality service.
- Conduct performance evaluations and recommend development plans for team members.
- Oversee daily operations of the Guest Relations desk, ensuring smooth and efficient workflows.
- Collaborate with other departments, including housekeeping, concierge, and F&B, to ensure seamless guest experiences.
- Maintain accurate records of guest preferences, complaints, and service recovery initiatives.
- Coordinate special arrangements for VIPs, honeymooners, and other high-profile guests.
- Ensure welcome amenities, room upgrades, and personalized touches are delivered as per resort standards.
- Ensure all guest service activities align with the resort's policies, brand standards, and luxury service expectations.
- Monitor and manage the implementation of guest recognition programs.
- Education: Bachelor's degree in Hospitality Management or a related field preferred.
- Experience: Minimum 2-3 years in guest relations or a supervisory role in a luxury hotel/resort.
- Skills:
- Exceptional communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in hotel management software (e.g., Opera, Fidelio) and Microsoft Office Suite.
- Multilingual abilities are an advantage.
- Personality: Warm, approachable, detail-oriented, and customer-focused.
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